Read parcelLab's TEI study to learn how this retailer experienced a 358% incremental ROI by switching to our software.


US DTC Data Report 2021

A big part of the DTC ethos is owning your customer data to offer a better experience.

DTC brands are not harnessing customer data during shipping, delivery and returns to offer an engaging and personalized customer experience. Instead, we experienced a lot of silence and ineffective traditional email marketing (spam!).


It’s time for brands to look to Operations Experience Management and engage customers when they want– during shipping, delivery and returns. We share our best practices for how brands can better use data and key opportunities for where they should improve. Lastly, we explain why data and personalization are so important in OXM.

Key findings

78% of brands send us to a third party website to track our order

62% of brands do not send a successful delivery notification

50% of brands do not ask for a product or service review